Engagement Executive - Customer Operations

We are looking for a results-oriented senior leader to lead the global delivery & client relationship management for multiple projects. If you are driven by hyper growth challenge and love to wow the clients with your innovative solutions, then this is just the right leadership role for you!

Our Ideal Candidate

He/She/They OR, the incumbent will have 18+ years experience with a large marketing shared services or marketing service provider with a strong project track record.

Intelligent Customer Operations practice within Capgemini Business Services.

Leading a large team of customer interaction operations, you will deploy your team across a variety of engagements supporting new clients with their CX vision and future Contact Centre channel technology.

Roles & responsiblities include:

• Leading large team across the globe for interaction ops voice, chat, email and data
• Fully responsible for meeting business SLAs
• Support and drive the digital transformation agenda for clients
• Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders
• Creation of technical and resourcing business cases aligned to client objectives
• Present at SLT sessions on your existing and prospective new client engagements
• Design, plan and develop complex business solutions that include digital platform technologies and Intelligent Automation
• Manage a sales pipeline across the Customer Operations and CX offering
• Create digitally enabled solutions for prospective clients
• Collaborate across Capgemini practices to create industry leading solutions that provide clients with clear business outcome commitments
• Develop a team of CX Consultants, enabling them to spot opportunities for new business with existing and prospective clients
• Build strong internal and external networks to enable future CX opportunities
• Consult with internal stakeholders across sector verticals to drive existing and new client engagements
• Continuously engage with the latest Contact Centre technology and market insights to share across internal and external networks
• Attend networking events and CX conferences
• Utilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes
• Develop and deliver solutions by responding to client RFI/RFPs where Digital Transformation opportunities are present

Skills /Experience required

• Business Consulting with Professional Service organization more than 15 years
• Large-scale BPO transformation and/or Professional Services experience
• Experience of solutions for Contact Centres and digital channels
• Ability to create a client proposal utilising various data points available
• Management of CX Consultants or Process Transformation/Improvement team
• Experience within commercial modelling and sizing
• Ability to create Contact Centre/CX solutions that support client objectives
• Understanding of the latest Technology trends in the Contact Centre and Digital Transformation markets
• Clear understanding of deflection and automation techniques within the Contact Centre and CX space
• Development of the relevant CX solutions for implementation – e.g. chat bot, conversational AI
• Cross-sector experience, including Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companies
• Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
• Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality
• Process Improvement methodologies
• A passion and desire to improve CX and support clients on their journey
• Experience improving customer journeys to improve CX outcomes
• Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bot
• Working knowledge of contact centers solutions (examples, but not limited to; Zendesk/AWS/Genesys Cloud/Nice)